693KA9-19-R-00021 Amendment 0001.pdf

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

1. CONTRACT ID CODE

5. PROJECT NO. (If applicable)2. AMENDMENT/MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ.NO.

PAGE OF PAGES

6. ISSUED BY CODE 7. ADMINISTERED BY (If other than Item 6)

8. NAME AND ADDRESS OF CONTRACTOR (No., street, county, State and ZIP Code)

CODE

9A. AMENDMENT OF SOLICITATION NO.

9B. DATED (SEE ITEM 11)

10A. MODIFICATION OF CONTRACT/ORDER NO.

10B. DATED (SEE ITEM 13)

CODE FACILITY CODE

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended , by one of the following methods: (a) By completing

Items 8 and 15, and returning is extended, is not extended.

12. ACCOUNTING AND APPROPRIATION DATA (If required.)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

(x) A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO THE AUTHORITY OF:

D. OTHER (Specify type of modification and authority) appropriation date, etc.) SET FORTH IN ITEM 14.

E. IMPORTANT: Contractor is not, is required to sign this document and return

ORDER NO. IN ITEM 10A.

1 4

07/12/2019

AAQ-420 EXECUTIVE OFFICE BRANCH A

Orville Wright Bldg. (FOB10A), Room 406 FAA National Headquarters 800 Independence Ave., SW

AAQ420-AFN

Washington DC 20591 x

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

separate letter or telegram which includes a reference to the solicitation and amendment number. FAILURE OF YOUR ACKNOWLEDGEMENT TO BE RECEIVED AT

THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted , such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted ; or (c) By ___________ x x

693KA9-19-R-00021

copies to the issuing office.

07/12/2019

(x)

SIR No. 693KA9-19-R-00021 Amendment 0001

The purpose of this amendment is to correct the following entries:

Section B.3 CLIN STRUCTURE

SubCLINS for the Option Years corrected to reflect monthly pricing for services.

Section C.3.4 TOLL FREE NUMBERS

Delete: The Contractor must ensure that a contractor staff member answers 97% of calls within ten-seconds.

Continued ...

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)15A. NAME AND TITLE OF SIGNER (Type or print)

15C. DATE SIGNED 16B. CONTRACT AUTHORITY 15B. CONTRACTOR/OFFEROR 16C. DATE SIGNED

(Signature of person authorized to sign) (Signature of Contracting Officer)

Toloria J. Crawford

Except as provided herein, all terms and conditions of the document referenced in Item 9 A or 10A, as heretofore changed, remains unchanged and in full force and effect .

Amendment 001

8/8/2019

ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

NAME OF OFFEROR OR CONTRACTOR

2 4

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

693KA9-19-R-00021

Replace with: The Contractor must ensure that a contractor staff member answers 85% of calls within twenty-seconds.

Delete: Counselors must be physically located at the contractor's toll-free operation site around the clock.

Replace with: Majority of counselors must be physically located at the contractor's toll-free operation site around the clock.

Section L.4 PROPOSAL VOLUMES AND DUE DATES

Delete: (b) The FAA will not accept any submission made by facsimile, telex, telegraph, electronic email, or similar devices.

Replace with: (b)The FAA will not accept any submission made by facsimile, telex, telegraph, or similar devices.

Section L.15 ACQUISITION MILESTONES

Delete: Receipt of Proposals: August 6, 2019

Replace with: Receipt of Proposals: August 28, Section L.17 VOLUME I (TECHNICAL) INSTRUCTIONS

FOR PROPOSAL PREPARATION

Delete:

Factor 2: Technical Approach and Understanding

Consisting of the following two (2) Sub-Factors.

Sub-Factor 1: Basic Employee Assistance Program

(SOW C.3.1)

Offerors must demonstrate their firm’s technical approach and understanding of the work described in Statement of Work Task C.3.1: Basic Employee

Assistance Program (SOW 3.3.1).

Sub-Factor 2: Worklife Services (SOW C.3.2)

Offerors must demonstrate their firm’s technical approach and understanding of the work described

Continued ...

3 4

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

693KA9-19-R-00021

in Statement of Work Task C.3.2: Worklife

Services.

Replace with:

Factor 2: Technical Approach and Understanding

Consisting of the following two (2) Sub-Factors.

Sub-Factor 1: Employee Assistance Program

Offerors must demonstrate their firm’s technical approach and understanding of the work described in Statement of Work Tasks C.3.1 – C.3.10

Sub-Factor 2: Worklife Services

Offerors must demonstrate their firm’s technical approach and understanding of the work described in Statement of Work Tasks C.3.11 – C.3.18

M.5 EVALUATION FACTORS

Delete: For Volume 1 Technical, the FAA will evaluate and score the following three equally weighted Factors per Section M.6

Replace with: For Volume 1 Technical, the FAA will evaluate and score the following three

Factors per Section M.6.

Delete:

Factor 2: Technical Approach and Understanding

Consisting of the following two Sub-Factors.

Sub-Factor 1 is more important than Sub-Factor 2.

Sub-Factor 1: Basic Employee Assistance Program

(SOW C.3.1)

The FAA will evaluate the degree to which the

Offeror demonstrates a comprehensive and credible technical approach and understanding in performing Statement of Work Tasks C.3.1: Basic

Employee Assistance Program. This cannot be subcontracted.

Sub-Factor 2: Worklife Services (SOW C.3.2)

The FAA will evaluate the degree to which the

Offeror demonstrates a comprehensive and credible technical approach and understanding in

Continued ...

4 4

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

693KA9-19-R-00021

performing Statement of Work Tasks C.3.2:

Worklife Services. This can be subcontracted.

Replace with:

Factor 2: Technical Approach and Understanding

Consisting of the following two Sub-Factors.

Sub-Factor 1 is more important than Sub-Factor 2.

Sub-Factor 1: Employee Assistance Program

The FAA will evaluate the degree to which the

Offeror demonstrates a comprehensive and credible technical approach and understanding in performing Statement of Work Tasks C.3.1 –

C.3.10. This cannot be subcontracted.

Sub-Factor 2: Worklife Services

The FAA will evaluate the degree to which the

Offeror demonstrates a comprehensive and credible technical approach and understanding in performing Statement of Work Tasks C.3.11 –

C.3.18. This can be subcontracted.

SIR has been updated and attached for reference.

No further changes are made at this time.

Federal Aviation Administration (FAA) 800 Independence Avenue SW, Washington, DC 20591

See Section L.4

SOLICITATION, OFFER AND AWARD 1. THIS CONTRACT IS A RATED ORDER RATING

UNDER DPAS (15 CFR 7900)

PAGE OF PAGES

1 86

2. CONTRACT NUMBER 3. SOLICITATION NUMBER

693KA9-19-R-00021

4. RESERVED 5. DATE ISSUED

6. REQUISITION/PURCHASE NUMBER

N/a

7. ISSUED BY CODE AAQ420-AFN 8. ADDRESS OFFER TO (If other than item 7)

9. See Section L for proposal submittal instructions.

SOLICITATION

CAUTION - LATE Submissions, Modifications, and Withdrawals: See Section L of Submittals, AMS 3.2.2.3-14. All offers are subject to all terms and conditions contained in this solicitation.

10. FOR

INFORMATION

CALL:

A. NAME

Francisco Felix

B. TELEPHONE (NO COLLECT CALLS) C. E-MAIL ADDRESS

Francisco.felix@faa.gov

AREA CODE

NUMBER

EXT.

11. TABLE OF CONTENTS

(X) SEC. DESCRIPTION PAGE(S) (X) SEC. DESCRIPTIO

N

PAGE(S)

PART I - THE SCHEDULE PART II - CONTRACT CLAUSES

A SOLICITATION/CONTRACT FORM 1

I CONTRACT CLAUSES 44-55

B SUPPLIES OR SERVICES AND PRICES/COSTS 2-6 PART III - LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACH.

C DESCRIPTION/SPECS./WORK STATEMENT 7-26

J LIST OF ATTACHMENTS 56

D PACKAGING AND MARKING 27 PART IV - REPRESENTATIONS AND INSTRUCTIONS

E INSPECTION AND ACCEPTANCE 28

K REPRESENTATIONS, CERTIFICATIONS AND

OTHER STATEMENTS OF OFFERORS 57-64

F DELIVERIES OR PERFORMANCE 29-30

G CONTRACT ADMINISTRATION DATA 31-34

L INSTRS., CONDS., AND NOTICES TO OFFERORS 65-79

H SPECIAL CONTRACT REQUIREMENTS 34-43

M EVALUATION FACTORS FOR AWARD 80-86

OFFER (Must be fully completed by offeror)

NOTE: Item 12 does not apply if the solicitation includes the provisions at AMS 3.2.2.3-2, Minimum Offer Acceptance Period.

12. In compliance with the above, the undersigned agrees, if this offer is accepted within calendar days (60 calendar days unless a different period is inserted by the offeror) from the date for receipt of offers specified above, to furnish any or all items upon which prices are offered at the set opposite each item, delivered at the designated point(s), within the time specified in the schedule.

13. DISCOUNT FOR PROMPT PAYMENT

(See Section I, AMS 3.3.1-6)

10 CALENDAR DAYS (%) 20 CALENDAR DAYS (%) 30 CALENDAR DAYS (%) CALENDAR DAYS(%)

14. ACKNOWLEDGMENT OF AMENDMENTS

(The offeror acknowledges receipt of amendments to the SOLICITATION for offerors and related documents numbered and dated):

AMENDMENT NO. DATE AMENDMENT NO. DATE

15A. NAME AND

ADDRESS

OF OFFER-

OR

CODE FACILITY 16. NAME AND THE TITLE OF PERSON AUTHORIZED TO SIGN OFFER

(Type or print)

15B. TELEPHONE NUMBER 15C. CHECK IF REMITTANCE ADDRESS IS

DIFFERENT FROM ABOVE - ENTER SUCH

ADDRESS IN SCHEDULE.

17. SIGNATURE 18. OFFER DATE

AREA CODE NUMBER EXT.

AWARD (To be completed by Government)

19. ACCEPTED AS TO ITEMS 20. AMOUNT 21. ACCOUNTING AND APPROPRIATION

22. RESERVED 23. SUBMIT INVOICES TO ADDRESS SHOWN IN ITEM

(4 copies unless otherwise specified)

24. ADMINISTERED BY (If other than Item 7) 25. PAYMENT WILL BE MADE BY CODE

26. NAME OF CONTRACTING OFFICER (Type or print) 27. UNITED STATES OF AMERICA

(Signature of Contracting Officer)

28. AWARD DATE

IMPORTANT - Award will be made on this Form, or on Standard Form 26, or by other authorized official written notice.

OMB Control No. 2120-0595 (SF-33) FAA Template No. 2 (07/17 mailto:oloria.j.crawford@faa.gov

FAA Employee Assistance Program SIR No. 693KA9-19-R-00021

Section B - Supplies or Services and Price/Cost

PART I - SECTION B

SUPPLIES/SERVICES & PRICE/COST

B.1 GENERAL

This FAA Employee Assistance Program contract will provide a comprehensive, broad-brush Employee Assistance Program (EAP) whose services incorporate Employee Assistance Professionals Association (EAPA) Core Technology, reflects the latest EAP-industry consumer trends, and that meets the needs of the FAA. The contractor must provide all management, supervision, labor, equipment, material supplies, and services (except as may be expressly set forth in this contract as furnished by the Government) and otherwise do all things necessary for, or incident to, the performance of the requirements set forth in Section C of this contract.

B.2 BASE AND OPTION PERIODS

The term of this contract includes a one (1) year base period and four (4) one-year option periods for a total of up to five (5) years.

B.3 CLIN STRUCTURE

The Contract Line Item Number (CLIN) structure for this contract is provided below. All CLINs in this Section must be performed in accordance with Section C - Statement of Work and delivered in accordance with specific TOs.

Base Year – CLIN 0001

SUBCLIN Description Fixed Unit Price

Unit QTY Extended Amount

0001AA Basic Employee Assistance Program

$ Month 12 $

0001AB Concierge / Convenience Services

$ Month 12 $

0001AC Elder Care Management Services

$ Month 12 $

0001AD Wellness/healthy lifestyle online resources

$ TBD Each 1 $200,000 Not To Exceed, To Be Negotiated

0001AE CISMs * $ Each 60 $

Total $

Section B - Supplies or Services and Price/Cost

Option Year 1 – CLIN 0002

Unit QTY Extended Amount

0002AA Basic Employee Assistance Program

$ Month 12 $

0002AB Concierge Services $ Month $

0002AC Elder Care Management Services

$ Month $

0002AD Wellness/healthy lifestyle online resources

$ TBD Each 1 $200,000 (Not To Exceed, To Be Negotiated)

0002AE CISMs * $ Each 60 $

Option Year 2 – CLIN 0003

Unit QTY Extended Amount

0003AA Basic Employee Assistance Program

$ Month 12 $

0003AB Concierge Services $ Month $

0003AC Elder Care Management Services

$ Month $

0003AD Wellness/healthy lifestyle online resources

$ TBD Each 1 $200,000 (Not To Exceed, To Be Negotiated)

0003AE CISMs * $ Each 60 $

Option Year 3 – CLIN 0004

Price

Unit QTY Extended Amount

Section B - Supplies or Services and Price/Cost

0004AA Basic Employee Assistance Program

$ Month 12 $

0004AB Concierge Services $ Month $

0004AC Elder Care Management Services

$ Month $

0004AD Wellness/healthy lifestyle online resources

$ TBD Each 1 $200,000 (Not To Exceed, To Be Negotiated)

0004AE CISMs * $ Each 60 $

Option Year 4 – CLIN 0005

Unit QTY Extended Amount

0005AA Basic Employee Assistance Program

$ Month 12 $

0005AB Concierge Services $ Month $

0005AC Elder Care Management Services

$ Month $

0005AD Wellness/healthy lifestyle online resources

$ TBD Each 1 $200,000 (Not To Exceed, To Be Negotiated)

0005AE CISMs * $ Each 60 $

* The quantities under the CISMs represent the FAA’s best estimate. Actual requirements as ordered by the FAA may exceed these individual estimates as long as the total extended amounts

Section B - Supplies or Services and Price/Cost are within the total provided funding and total contract value.

Section B pricing is mapped to Section C requirements in the following table.

PART I - SECTION C

DESCRIPTION/SPECIFICATIONS/

WORK STATEMENT

Basic Employee Assistance Program

(0001AA,

0002AA,

0003AA,

0004AA,

0005AA)

Concierge / Conven.

Services

(0001AB,

0002AB,

0003AB,

0004AB,

0005AB)

Elder Care Mgt.

Services

(0001AC

0002AC,

0003AC,

0004AC,

0005AC)

Wellness/ Healthy Lifestyle Online Resources

(0001AD,

0002AD,

0003AD,

0004AD,

0005AD)

CISMs

(0001AE

0002AE,

0003AE,

0004AE,

0004AE)

C.3.1 Transition-In of EAP Services

X

C.3.2 Basic EAP Services X

C.3.3 Substance Abuse Rehabilitation of Safety-Sensitive and Security-Sensitive Employees

X

C.3.4 Toll Free Numbers X

C.3.5 Promotional Activities X X X

C.3.6 Education, Outreach, and Employee Training

X

C.3.7 Management Consultation X

C.3.8 Critical Incident Stress Management Services (CISMs)

X

C.3.9 International Support X

C.3.10 Assessment, Counseling and Referral Service

X

C.3.11 Worklife Services X

C.3.11.1 Life Management/Concierge/Convenienc e Services/Discount Services

X

Section B - Supplies or Services and Price/Cost

C.3.11.2 Worklife Consultants X

C.3.11.3 Elder Care Management Services

X

C.3.11.4 Wellness/Healthy Lifestyle Resources

X

C.3.12 Access to Services X

C.3.13 Case Response Time X

C.3.14 Quality Assurance Program X

C.3.15 Database Maintenance X

C.3.16 Contractor Meetings with FAA Staff

X

C.3.17 Statistical Reports X X X X X

3.3.18 Transition – Out Plan X

(End of Section B)

Section C – Description/Specifications/Work Statement

PART I - SECTION C

DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

C.1 BACKGROUND

The Federal Aviation Administration's mission is to provide the safest, most efficient aerospace system in the world. The FAA strives to reach the next level of safety, efficiency, environmental responsibility and global leadership and is accountable to the flying public and our stakeholders.

The FAA’s success depends on the respect, diversity, collaboration, and commitment of our workforce. Safety is its passion and people are its strength.

The FAA's WorkLife Program is a Human Resource business partner in support of an FAA workforce who is responsible for the safety of the National Aerospace System (NAS) and the traveling public. The FAA WorkLife Program is also a strategic employee engagement partner and whose benefits are pivotal to attract, motivate and retain employees. In support of the FAA safety and employee engagement missions, the FAA WorkLife Program will provide a comprehensive, broad-brushed Employee Assistance Program (EAP) whose services incorporate Employee Assistance Professionals Association (EAPA) Core Technology, reflects the latest EAP-industry consumer trends, and that meets the needs of the FAA.

All EAP/WorkLife/Wellness services will be available to approximately 44,000 FAA employees, dependents, and/or those persons who have an equivalent relationship as a family member such as a domestic partner. Retirees are eligible to use the EAP services for six months after the effective date of retirement. The average number of retirees a year is approximately 2,000. This number is subject to change based on agency circumstances.

This Agency wide program will be available to all national and international employees, dependents and those persons who have an equivalent relationship as a family member such as a domestic partner. The national program encompasses all 50 states, the District of Columbia, U.S.

territories including U.S. Virgin Islands, Puerto Rico, Marshall Islands, American Samoa, and Guam. Locations and numbers in Exhibit A

C.2 SCOPE

C.2.1 General

The purpose of this Statement of Work (SOW) is to provide a comprehensive, broad-brush Employee Assistance Program (EAP) whose services incorporate Employee Assistance Professionals Association (EAPA) Core Technology, reflects the latest EAP-industry consumer trends, and that meets the needs of the FAA. Services also support a comprehensive, integrated worklife and wellness program that provides convenience/concierge services, child and elder care location services, elder adult care management, and healthy lifestyle resources and coaching. The Contractor must provide all services in accordance with all confidentiality laws, and as may be provided under the duty to warn provisions of those laws. Contractor should comply with the Health Insurance Portability Act of 1996 (HIPAA) and the Privacy Act and AMS clauses 3.14-10 and 11re privacy act; and NIST SP 800-53 re: security and privacy controls for federal information systems and organizations, and SP 800-171 re: protecting controlled unclassified information in nonfederal systems and organizations.

The Contractor is to furnish the necessary personnel, materials, equipment, facilities, travel, and support in accordance with this SOW. The Contractor must provide the appropriate program management, and project control necessary to manage this contract; ensure that the cost, schedule and quality requirements are continually tracked; the status communicated to the FAA; and ensure the contract is successfully completed.

The EAP services provided under this contract must include EAP industry standard services including:

• 24/7 availability with toll-free telephone access (including TTY access and language line capabilities) and website access

• Up to eight sessions of confidential assessment/referral or short term counseling per presenting problem

• Management and monitoring of rehabilitation /treatment cases of safety sensitive and security sensitive employees as required under Executive, Departmental, FAA Orders and Collective Bargaining Agreements (CBA).

• Critical Incident Stress Management Services (CISM) including the capability to provide surge services in the event of a large scale disaster

• Promotional literature

• In-person and webinar training options. Options for training to include in- person onsite as well as live and on-demand webinars

• Consultation and training of supervisors and managers

• EAP/substance abuse services provided under DOT Order 3910.1(series) must follow the guidelines established by federal law along with the Department of Transportation and FAA Orders, policies, and Collective Bargaining Agreements.

The following Contractor Requirements and Tasking section describes the Contractor’s responsibilities under this contract.

C.3 CONTRACTOR REQUIREMENTS and TASKING

C.3.1 Transition-In of EAP Services

The objective of the Transition-In period is to ensure a seamless migration of all contractor performed EAP services from the legacy EAP Contractor to the new EAP Contractor. The new Contractor must perform transition activities that do not cause any disruption in service to the FAA EAP/WorkLife/Wellness program

Immediately following contract award, the Contractor must accomplish the following transition activities that include, but are not limited, to the following:

• Identify a project lead for the Transition-In period.

• Transition of all administrative tasks and contracted services appropriately and efficiently from the legacy EAP Contractor. These include, but not limited to, contractor performed

TRP case management and monthly FAA CD reports, scheduled training, EAP (personal counseling) and scheduled CISM responses.

• Provide materials for notification of change of contractor to the Program Office, Regional EAP Manager Team, and other stakeholders including but not limited to Aerospace Medicine, Labor Relations, and the unions.

• Coordination with the legacy EAP Contractor and the FAA in the transfer of EAP personal counseling recipient information to Contractor while protecting PII

• Preparation and submission of a project plan documenting the schedule of activities and associated time frames for the transition-In period

• Prepare agendas and support weekly transition status meetings with COR, Program Office, Regional EAP Manager Team, and Magellan Health Services until the transition process is complete.

C.3.2 Basic EAP Services

The Contractor must provide the following services as part of Basic EAP Services:

Up-to-eight sessions of short-term counseling per issue, and/or assessment/referral services will be available for a wide range of problems and life management issues that could adversely affect job performance or conduct. Examples of issues include, but are not limited to, the following:

• Personal health and wellness

• Substance abuse/dependence, including alcohol and drugs (prescription/legal and illegal)

• Referral for financial resources management assistance

• Referral for legal services

• Marital, parenting and family issues

• Emotional conditions (for example, depression, anxiety, traumatic, or post- traumatic stress)

• Compulsive disorders and addictions, such as gambling, etc.

• Child and elder care support services

• Grief and loss coping services

C.3.3 Substance Abuse Rehabilitation of Safety-Sensitive and Security-Sensitive Employees

The prime contractor staff must perform all management of DOT Order 3910 1(series) substance abuse cases requirements of this contract. Subcontractors and joint ventures are prohibited from providing these services.

As the FAA's primary mission is to protect the flying public and the National Airspace (NAS), the referral, treatment, and rehabilitation of security and safety- sensitive employees are a major concern. Approximately 27,000 employees are designated security and safety-sensitive employees, also referred to as Testing Designated Positions (TDP). These numbers are subject to change.

Employees who are identified via testing, or other means, as having a potential substance misuse problem which is defined as a violation in DOT Order 3910.1 (series) will be issued a referral for a substance misuse evaluation.

The employees who seek assistance for drug and alcohol problems, without having work or DOT

Order 3910.1(series) violations are considered self-referrals. Both self-referrals and Agency-initiated referrals will be assessed by the contractor's Substance Abuse Provider (SAP), whose credentials are defined by DOT Order 3910.1(series), for a diagnosis per the DSM-V (series). If applicable, the SAP will assess the employee per the medical standards criteria of FAA Order 3930 3C. This Order is available to the public on the FAA’s website.

An evaluation by a contracted, affiliate SAP counselor for a substance abuse assessment must include but is not limited to:

• A comprehensive psycho-social intake interview;

• History of the extent, duration, and severity of the problem;

• A description of the misuse pattern, frequency and amount used;

• Diagnosis using the DSM-5 or subsequent editions;

• Assess criteria for substance misuse per FAA Order 3930.3B, if applicable to the employee and

• Recommend treatment and relapse prevention strategies in accordance with strict FAA medical qualification standards and the employee's total substance use/misuse history including previous legal implications of misconduct

Within three days of receiving the SAP assessment, the Contractor’s dedicated National Case Manager must provide a detailed narrative summary to the jurisdictional/regional FAA EAP Manager and Medical Review Officer/Regional Flight Surgeon. The narrative summary must include the history and extent of substance misuse to support the DSM-5 (series) diagnosis, criteria met under FAA Order 3930.3C(if applicable), recommended treatment which includes relapse prevention, and must have a copy of the employee's signed Employee Consent/Release of Information forms. The Regional FAA EAP Manager and Medical Review Officer/Regional Flight Surgeon have the authority to modify Treatment Rehabilitation Plan upon receiving new information about the employee.

Deliverable: Case Narrative Summary

In compliance with DOT 3910.1 (series), substance abuse case management services for employees in a security/safety sensitive position, referred to as Testing Designated Positions (TDP), to include:

• Referrals to a Substance Abuse Provider (SAP) for comprehensive assessments, diagnosis, treatment recommendations, and Individual Case Monitoring, if appropriate to the case

• Assessments will be performed using evidence-based screening modalities such as Screening, Brief Interventions, and Referral to Treatment (SBIRT) and Alcohol Use Disorders Identification Test- C (AUDIT-C)

• Narrative formulation of recommendations to support an FAA-developed Treatment Rehabilitation Plan (TRP) to include diagnosis, criteria to support diagnosis, educational requirements, treatment recommendations, follow-up testing recommendations, and aftercare arrangements all in accordance with DOT Order 3910.1 (series), FAA Order 3930 3C (if applicable)

• Contractor and/or SAP will recommend relapse prevention programs, if indicated by diagnosis

• Preparation and maintenance of all documents for employees referred to the EAP for substance abuse evaluation and/or rehabilitation per DOT Order 3910.1(series)

• Contractor must provide adequate levels of credentialed staff to provide case management services for an average number of 148 substance abuse cases each year. In some periods, the actual number of active monthly caseload may exceed 160 and in other months be less than 148 active cases. The Contractor must manage each active case for approximately twelve

(12) to eighteen (18) months. Credentialed staff must meet Substance Abuse Provider (SAP) requirements as defined by DOT Order 3910.1(series).

• Contractor’s case management staff must be available to teleconference with National EAP Program Manager, Regional EAP Manager and Regional Flight Surgeon/Medical Review Officer on an as-needed basis.

Deliverables: TRP Recommendations EAP Referral Documentation

The National Case Managers duties must include the following:

• Identify licensed professionals who meet the DOT Order 3910.1(series) definition of Substance Abuse Provider (SAP), who possess a Master’s or doctoral level degree in clinical, counseling psychology, or social work to perform comprehensive substance abuse assessments including in-depth psychosocial interviews, collateral (family, spouse) interviews whenever possible, clinical assessments and diagnosis. The face-to-face substance abuse assessment can be conducted over two separate appointments. The assessment process needs to include family/significant others collateral interviews whenever possible.

• Educate SAP providers about FAA medical qualification standards, if appropriate to the referral, as it relates to the diagnosis of substance misuse and recommendations for treatment and aftercare.

• Oversee the quality and thoroughness of the SAP’s written assessment. If an assessor’s report is incomplete or illegible, a response to FAA with the clarifying information is be provided within one week.

• Advocate for the Agency and the FAA safety mission with the Substance Abuse Professional to ensure accurate diagnosis consistent with criteria for that diagnosis and treatment or education recommendations.

• Prepare a narrative summary based on the assessment and other relevant information in sufficient detail to enable FAA EAP staff to develop a Treatment Rehabilitation Plan (TRP).

A rationale must be provided to justify any diagnosis under the DSM 5 (series).

• Coordinate referral to a treatment provider consistent with the FAA-developed (TRP).

Assign and oversee the Individual Case Monitor for each employee on a Treatment/Rehabilitation Plan (TRP).

• Immediately inform the FAA EAP Manager when an Individual Case Monitor reports that the employee failed to keep an appointment, has relapsed, if there is strong probability of relapse, or there are significant clinical findings that could impact airspace safety.

• Liaison with the treatment facility and provide updates as to the progress of the employee on a TRP to the FAA EAP Manager

• Monthly chemical dependence reports are to be received by the FAA National EAP/WorkLife Manager no later than two weeks into the next month.

Deliverables: Monthly safety/security sensitive chemical dependency reports

Individual Case Monitors duties must include the following:

• ICM must meet with the employee once a week for the first 12 weeks after the employee signs his or her Treatment/Rehabilitation Plan (TRP); once every two weeks for weeks 13 through 24; once a month thereafter for the duration of the TRP; or as stipulated in the TRP.

The FAA Regional EAP Manager can modify the frequency upon written notice to the employee. TRPs generally last a minimum of twelve months, but can be extended.

• ICM must transmit the completed individual case monitoring forms to the National Case

Managers and the employee's Regional FAA EAP Manager by electronic mail or fax within 72 hours after every session except where noted below in sections C and D

• ICM must immediately telephone the National Case Manager if the employee failed to keep an appointment, has relapsed, there exists a strong probability of relapse, or other significant clinical findings indicated that could adversely impact the National Air Space.

• ICM must provide weekly, biweekly, or monthly reports to the contractor within one week of the employee meeting with the ICM. Reports are to include the attendance at 12-Step programs, including 12-Step secular programs.

Contractor must immediately remove any ICM who fails to notify the National Case Manager with a significant finding that may jeopardize the safety of the National Air Space

C.3.4 Toll Free Numbers

• Effective upon contract award, the Contractor must maintain a year-round 24-hours day, 7 days a week, toll-free telephone number to allow current and eligible retired employees, along with their immediate family/household members (related by blood or marriage;

domestic partnership;and legal dependents to obtain information, guidance, and counseling from professional counselors. A healthcare professional must answer the toll-free number promptly. The Contractor must ensure that a contractor staff member answers 85% of calls within twenty-seconds. The FAA does not allow use of prerecorded messages including phone trees in this service.

• Majority of counselors must be physically located at the contractor's toll-free operation site around the clock. The Contractor must provide only one toll-free number to cover all 50 states, including DC and U.S territories. Either the same number, if feasible or another toll-free number must be available for clients overseas to call these counselors staffing the call center. The Contractor must make all efforts to obtain an easily remembered number. The Contractor must also provide a TTY number. The contractor must provide language translation services for callers whose first language is not English.

C.3.5 Promotional Activities The Contractor must support FAA efforts with educational material to increase awareness of OPM’s designated commemorative months, such as National Domestic Violence Awareness Month. In addition, The Contractor must provide the following services:

• The Contractor must provide EAP promotional posters of a new design every three months to be sent to the FAA EAP Team; a two-page EAP Bulletin every three months; and other documents as mutually agreed upon by the FAA WorkLife Program Manager and the Contractor. The Contractor must ensure that all promotional items be professionally edited before submission to the FAA WorkLife Program Manager for approval. All promotional materials must include the Contractor’s EAP’s toll-free numbers and website address.

Posters must be distributed electronically (where practical) to the FAA’s EAP Team for field distribution. The Contractor must submit brochures by ground delivery to the FAA’s EAP Team for field distribution. In addition to the hard copy brochure, the vendor will also send an electronic version of the brochure to FAA EAP team.

• Production and delivery of a variety of promotional materials including posters and brochures at the beginning of each contract year for all FAA employees to be sent to FAA EAP Managers for field distribution. Electronic materials may also be sent to FAA EAP Managers for field distribution.

• As required by the FAA, contractor participation and/or promotional items will be supplied by the Contractor for a worklife booth at health fairs, FAA association conferences, Health and wellness events, and benefit fairs. Approximately seven (7) health fair and wellness events a year will include contractor participation anywhere nationally. Approximately seventeen (17) events will require promotional materials to support FAA EAP staff participation. The number of required events are subject to change.

• Availability of monthly tip sheets/wellness articles for newsletters and other publications as requested that may be sent electronically to the FAA EAP staff.

• At least monthly webinars on EAP/WorkLife/Wellness topics, such as financial wellness, workplace communication, and other behavior health topics. These webinars must be available on demand after the live presentation.

• Contractor must provide a comprehensive website that will include a “live chat” availability as a method to acquire EAP/Worklife/Wellness services

Deliverables: Promotional Materials

C.3.6 Education, Outreach, and Employee Training

The Contractor must coordinate with the FAA WorkLife Program Manager and/or the Regional EAP Manager to identify specific program needs and provide recommendations to the FAA on how to accomplish them. The Contractor must recommend ways to increase employee awareness of the EAP and all Worklife services. The FAA WorkLife Program Manager and the appropriate Regional EAP Manager will approve any recommendations before the Contractor implements them.

The Contractor must provide training to FAA supervisors and managers that will provide an overall view of the EAP, the signs and symptoms of a "troubled employee", how to document performance/conduct deficiencies, address the issues in employee meetings, and refer the employee for help. Contracted trainers are to have a minimum of three years’ experience as a trainer in fields related to the training topic. As FAA facilities are open around-the-clock, trainers may be required to conduct training between 8 p.m. and 6 a.m. The Contractor must provide the training materials and syllabi to the FAA WorkLife Program Manager for approval. Each training session must last approximately 60 to 90 minutes. The Contractor must provide all training materials electronically, or hard copy if training location cannot make copies. The total number of FAA participants count towards the FAA’s yearly participant goal of 3600. FAA will require the Contractor provide approximately 100 training sessions a year, however this varies based on the Agency’s need.

The Contractor will conduct training to FAA employees that that will provide an overall view of the EAP and WorkLife contracted programs. Affiliate counselors who are also trainers are to have a minimum of three years paid experience as a trainer on behavioral health topics. As facilities are open around-the-clock, trainers may be required to conduct training between 8 p.m. and 6 a.m. The Contractor must provide all training materials electronically or hard copy if training location cannot make copies. The FAA WorkLife Program Manager must approve training materials and syllabuses. The Contractor must provide the training materials and syllabi to the FAA WorkLife Program Manager for approval. The number of participants will be counted towards the 3600 participant goal mentioned in the paragraph below

Onsite training, seminars and webinar presentations on EAP/WorkLife/Wellness topics scheduled for approximately 3,600 participants every contract year. If in any year the FAA requests the contractor to schedule trainings for fewer than 3600 participants, the contractor will not be held accountable for meeting the annual target. The contractor's satisfaction of this training obligation will be measured by the greater of the number of participants projected to attend trainings versus the number of participants who actually attend training. FAA utilizes approximately 100 trainings a year, however this varies based on the Agency’s need.

Deliverable: Training Materials

C.3.7 Management Consultation

The Contractor must have counselors available 24/7 by telephone who can provide expertise and guidance on a full range of behavioral health or workplace issues regarding, but not limited to, performance/conduct issues, threats of workplace violence, Duty to Warn situations, safety/security-sensitive violations of DOT Order 3910.1(series) to any supervisor or manager who calls the toll-free number. The Contractor must provide the following services:

Consistent with EAPA Core Technology, 24/7 availability of management workplace consultation services for guidance on a variety of employee or workplace issues including but not limited to:

• Guidance on employee performance or substance misuse issues

• Request for worksite training for a variety of behavioral or workplace issues

• Provide guidance for response due to a critical incident, such as accidents, employee death, natural disasters, etc.

C.3.8 Critical Incident Stress Management Services (CISMs)

The Critical Incident Stress Management services must follow the International Critical Incident Stress Foundation's model. It is required that CISM responders have a working knowledge of Psychological First Aid as to provide flexible CISM services appropriate to the event, such as natural disasters, etc. Critical Incident Stress Management services may range from pre-incident educational/awareness activities, telephonic counseling, psychological first aid, critical incident defusing, and/or on-site Critical Incident Stress debriefings, management and union consultation, and one-to-one counseling. Contractor experience partnering with peer debriefers is required.

The contractor must have proven experience with surge activities due to large natural or man-made disasters. Onsite CISM services must be compatible with operations and does not interfere with staffing and safety; therefore, Contractor CISM services must be available during non-customary 9- 5 business hours, if required. The Contractor must utilize state licensed counselors who have had International Critical Incident Stress Foundation training.

The Contractor must provide 40 Critical Incident Stress Management service events as a part of the basic Employee Assistance Program. Each event response for onsite services must consist of 4 hours of service delivery. FAA has had an average of 44 CISM events over the past five years.

Contractor provided Critical Incident Stress Management services include the following requirements/prerequisites:

• Collaboration with FAA Regional EAP Managers, the FAA National EAP/WorkLife Program Manager and impacted FAA management to assess and to plan for appropriate level of service consistent with the event.

• Critical incident defusing, if appropriate.

• One-on-one in-person counseling as requested during the CISM response.

• Proven experience with Critical Incident Stress Management services adhering to the

International Critical Incident Stress Foundation Model as appropriate to the event.

• Experience with Psychological First Aid is required.

• Provide International Critical Incident Stress Foundation ICISF-trained affiliate, licensed

EAP counselors/responders.

• ICISF-trained affiliate EAP counselor will be available for a fifteen (15) to thirty (30) minute telephonic briefing prior to onsite services with the National Air Traffic Controller Association (NATCA) and Professional Aviation Safety Specialist (PASS) CISM team member, if appropriate to the event.

• Proven capability to meet surge requirements in the event of a large scale disaster

• Develop a preferred provider network of CISM responders/counselors experienced in aviation related CISM.

• Contractor will brief the FAA EAP team after the CISM event to provide guidance to determine further services.

The FAA average number of onsite CISM events per year is 44, each event is 4 hours; however, the amount of events and length of each event varies up to four hours and is dependent on the agency and the incident circumstances.

C.3.9 International Support

EAP face-to-face counseling with a licensed, proficient English-speaking provider must be available to FAA employees working on a foreign assignment. Contracted providers must be available to employees and their family/household members and/or legal dependents located in or near London, United Kingdom; Brussels, Belgium; Frankfurt, Germany; Singapore; and Shanghai, China. Overseas employees and their family/household members and legal dependents must be able to talk with a counselor 24/7 via telephone by either calling an international toll-free number, or calling the contractor collect. FAA personnel numbers and locations are identified in Attachment J001.

C.3.10 Short-term Counseling, Assessment, Referral Service

The Contractor must provide the following services:

• The Contractor must provide initial evaluation and short-term counseling up to eight sessions per issue for an employee or dependent seeking services. All counselors must be within a thirty-minute drive of either the employee's residence or work facility. The contractor must follow up with the employee or dependent seeking services to ensure that the linkage with the counselor has been completed.

• In cases where a referral for specialized, continuing treatment is necessary, the Contractor will initiate a referral to a specialist in the employee's problem area working within the parameters of their medical insurance, if possible. Whenever an outside referral to a community agency or practitioner is deemed advisable for an employee, the contractor must refer the employee to appropriate treatment services with which the contractor has no financial interest.

• The Contractor must have a comprehensive network of providers established for each local area identified in the Statement of Work (SOW). Referral resources will include a variety of private/public/non-profit resources with which the contractor has no financial affiliation.

The Contractor must evaluate each referral resource for suitability and monitor for quality and effectiveness on an ongoing basis.

C.3.11 Worklife Services

Contractor must provide resources incorporating a wide scope of worklife services complementing the Employee Assistance Program. Those services must include life management/concierge/convenience services; elder care management services; and health/wellness services.

C.3.11.1 Life Management/Concierge/Convenience Services/Discount Services

Contractor must provide life management/concierge/convenience services constituting a comprehensive consumer research and referral service ranging from urgent needs such as temporary housing due to natural disaster, to short term needs such as plumbers, reduced price movie tickets, etc. In addition, concierge/convenience services will provide resources for locating child care and elder care options. Life management/concierge/convenience categories will include, but not limited to:

• Relocation Services (places of worship, housing information, licenses, local transportation, housing and rental resources)

• Automobile Services (repair shops, dealerships, tire stores)

• Medical supplies (crutches, home hospital equipment)

• Household trade services (electricians, landscapers, plumbers)

• Community (service organizations, CPR training, volunteering)

• Education (learning centers, lectures, adult education)

• Miscellaneous (insurance, notary public, photographer)

• Household Services (housekeeping, furniture rentals)

• Referral for legal services

• Referral for financial management services

• Federal and State resources, such as shelters, in case of a natural or man-made disaster

• Other Life management services including adoption, summer camps, and resources for special needs children

C.3.11.2 Worklife Consultants

Contractor must provide WorkLife Consultants who must provide a minimum of three referrals for the requested service and must provide the information to the employee via the preferred delivery method—either by e-mail, fax or U.S. Mail.

• Information must include the following:

• Name of company or individual

• Business hours

• Street address

• Phone, fax, and email address

• Quality assurance information

• Years in business

• License, insurance, and bonding information

• References

• Other information as requested

C.3.11.3 Elder Care Management Services

Contractor must provide Elder Care Management Services, designed to provide hands on assessment of the senior in his or her home or care facility by a geriatric care professional.

This elder care services must include:

• Care planning and assessment services to identify issues requiring additional resources and services to keep an elderly person in his/her home environment.

• Identification of appropriate private and community resources to facilitate ongoing care for the elder and support for their caregivers.

• Review of financial, legal and medical issues with appropriate referrals to avoid future problems in the care continuum.

• Caregiver liaison to families at a distance from their elderly loved one.

• Consumer advocacy and education that includes web-based, telephonic, printed, and face-to-face education and support regarding elder care issues.

• Referral for counseling and support.

• Approximately 30 in-person assessments are provided each year.

The Contractor must complete an initial assessment telephonically prior to the on-site assessment.

At the conclusion of a face to face assessment, the Contractor must provide the FAA employee with a written report which explains the geriatric professional's evaluation of the elder as well as recommendations for the elder's care and includes any concerns, resources, and appropriate referrals.

C.3.11.4 Wellness/Healthy Lifestyle Resources

The Contractor must provide wellness/healthy lifestyle online resources including but not limited to monthly health and wellness promotions. The Contractor must provide seminar options including but not limited to topics for nursing mothers, fitness, webinars and podcasts related to health and wellness. The Contractor must provide web access to guides for exercise and meal planning, fitness club discounts, and wellness educational topics to employees of FAA.

The Contractor must assist with FAA with at least four health and wellness fitness events or challenges. The contractor must provide participation incentives and information on appropriate wellness challenges. The contractor must provide promotional materials to market each event or challenge, collect participation data, and provide reports as requested, related to each event.

Deliverable: Health and Wellness Promotional Materials

C.3.12 Access to Services

Contractor must provide employees access to a magnitude of services using only one phone number and/or website.

C.3.13 Case Response Time

The Contractor must make available an appointment for a face-to-face meeting with a counselor within three (3) calendar days of the employee's request for service in a non- emergency situation.

In the case of an emergency/crisis situation, the Contractor must respond by providing a face-to-face meeting with a counselor immediately.

C.3.14 Quality Assurance Program

The Contractor must maintain a quality assurance program that is specific to the FAA to continually monitor the performance of staff, subcontracted personnel, and the complaint process and resolution. The Contractor must have a program to quickly intervene and take corrective action whenever a problem is evident. At the Program Office’s request, the Contractor must provide a document detailing the quality assurance program. Every six months, the Contractor must electronically submit a quality assurance written report to the Program Office.

Deliverable: Quality Assurance Program Documentation

C.3.15 Database Security

The Contractor must create and maintain a database that will include approximately 22 data elements on each Testing Designated Position employee in a substance abuse rehabilitation program as required under DOT Order 3910.1(series), both former and current cases, as well as the date…